Position Summary:
As a Benefit Customer Service Representative you will have the rewarding opportunity to help our client members through the enrollment process and when making updates to their health care and/or pension plans. Client allows you the freedom to take the time necessary to provide the highest level of service. You will start out on one client, and with dedication to client's clients ,you will be cross trained to provide assistance on multiple clients. You will spend your day either on the phone, or providing assistance through webchat conversations and email. Client provide superior service center environment in professional buildings where you will be recognized for your dedication.

Key Responsibilities :

Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email and instant message

Ability to customize customer service approach to meet all types of member communication styles and personalities while maintaining professionalism, and diplomacy during difficult calls

Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements

Skilfully translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon.

Read and understand client's plan documents and online knowledgebase tools while collecting relevant information to determine immediate requests/questions and also to anticipate the future needs of the member

Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information

Maintain and document complete and accurate call and case notes in a professional manner

Regularly participate in team meetings and training

You will spend the majority of your time assisting customers

Perform other duties as assigned

The Requirements About YOU:
You are excited to learn new things, have strong computer skills, and are self-motivated to always improve while coming to work every day on-time. You have patience, and the ability to listen and recognize the needs of our client members. You have strong written commination skills, both written and verbal, and are dedicated to well written client notes and instant message communications without the use of slang or emoji's. You overcome objections with knowledge, patience, and understanding, and enjoy meeting new people by phone, email, and instant message!

Required

Excellent ability to communicate effectively using the English language in a customer service setting, including verbal and written communication skills in a grammatically correct way

Ability to quickly assess member concerns and formulate a response/resolution using analytical and problem solving skills

Ability to work in a structured environment – adhering, following protocols

High level attention to detail, multi-tasking, and ability to organize work

Experience using Microsoft Office with a strong ability to juggle multiple open computer windows to answer questions while on the phone/instant messaging

Ability to work autonomously in a self-paced, self-motivated team environment